Context
UAP distributes car parts across Canada. It has many distribution centers and hundreds of stores.
Challenge
To define how the stores should operate and provide the manager with a reference tool that will allow him/her to increase his operational autonomy, clarify store links with distribution centers and the head office, and standardise services and employee training.
Our Proposal
To design and produce a Store Manager’s Handbook that includes every aspect of the work in a store: human resources, inventories, accounting, sales and marketing and administrative services.
Action Plan
The Handbook is structured in an operational manner and divided by department; it also meets ISO requirements. A store that wants to conform to ISO 9002 norms only has to add and implement one chapter, since the “standard” Handbook already meets almost every requirement of the norm.
Results
The structure implemented by HumEng brought operational homogeneity to all stores in Canada. It allowed the replication of the best practices of the most successful managers.